The Power of the Consultation: The Salon Secret That Changes Everything by Joe Cignetti

Not long ago, I sat across from a young hairdresser named Mia. Fresh out of her apprenticeship. Full of energy. All the right skills. Foils perfect. T-section precise. Her energy was there, and she genuinely cared about her clients.

But something wasn’t clicking.

I talked to the owner who I knew, and she said many of Mia’s clients came once. They said thank you. They smiled. But they didn’t rebook. They didn’t buy retail.

And she was starting to wonder—What was she missing?

She thought maybe her prices were too high. Maybe her technique wasn’t cutting it. Maybe her timing was off.

But it wasn’t any of those things.

It was this:

She didn’t know how to start a conversation that made her client feel understood.

And that’s what this blog is about.

Because no matter how talented you are, no matter how polished your balayage, if the client doesn’t feel like they’ve been seen, heard, and understood from the very beginning… they’ll thank you, leave, and book somewhere else when the mood takes them.

 

The Consultation Isn’t a Chore—It’s the Key

The consultation is not something to “get through.” It’s not a box to tick before the basin.

It’s the moment that tells your client:
“This isn’t just another appointment. You’re not just another head of hair. You matter. This is your time.”

Most stylists spend 1–2 minutes doing a rushed version:
“What are we doing today?”
“Same as last time?”
“Just a tidy-up?”

But the ones with full books? With clients that wait three months for a cancellation?
They do it differently.

They treat the consultation like an artform.

They sit eye to eye.
They ask open questions.
They read body language.
They pick up on insecurities without naming them.
They don’t just cut hair—they solve problems.

What the Greats Know That Most Don’t

Here’s the truth: most clients don’t know what they want.
They think they do.
They come in with Pinterest photos, with unrealistic expectations, or with vague dreams like “I want something fresh” or “I need to feel better about myself.”

And that’s where you come in—not just as a stylist, but as a translator of dreams.

You ask, “Tell me more.”
You say, “What don’t you like about your hair right now?”
You ask, “How do you want to feel when you leave here?”

And in that moment, they’ll tell you something no one else hears.

Maybe they’re feeling stuck in their life. Maybe they’ve just had a breakup. Maybe they’ve started a new job and want to feel confident again.

And when you take that information and use your hands, your scissors, your vision…
That’s when the magic happens.

The Rebook Happens at Hello—Not Goodbye

Here’s another truth: the rebooking isn’t decided at the counter.
It’s decided in the first 7 minutes.

When your client feels like this appointment wasn’t just about hair, but about them—their identity, their confidence, their change—they’ll already be wondering:

“When can I do this again?”

 

The Hidden Sales Tool You Never Noticed

Mia, the stylist I told you about her employer could see what I was saying and shared these thoughts with Mia and did training and once Mia changed how she consulted, everything changed.

She started saying things like:
“If we go a bit shorter today, we’ll need to tidy it up in about six weeks. I can book you now so you don’t miss out.”
Or:
“This shampoo will keep your blonde from going brassy—can I show you how to use it at home?”

No pressure. No scripts. Just conversation rooted in care. ( This is the key to remember )

Her retail tripled.
Her rebooking’s doubled.
Her confidence exploded.

And all she did was slow down, listen deeper, and speak with purpose.

The Takeaway

Every time you pick up your comb, you hold power.
Not just to transform hair.
But to change how someone sees themselves.

That power begins with a consultation.

Not just the technical details—but the emotional ones.
The unspoken ones.
The “no one’s ever asked me that before” ones.

So, next time a client sits in your chair—pause.
Breathe.
Ask something deeper.

And remember it’s not just about the hair.

It’s about her story.
And you’re the one holding the pen.